COMPLAINTS POLICY & PROCEDURES
What should I do if I have a complaint?
If you are not satisfied with the service or advice you receive from us, you are entitled to complain. We have established procedures to ensure that all inquiries and complaints are properly considered and dealt with.
To save yourself valuable time, gather all the facts and documents about the complaint, think about the questions you want to be answered and decide what you want us to do.
Next, contact the department that handled the matter and explain the problem. A quick call is all that is required to resolve most issues.
If at this stage your complaint hasn’t been resolved to your satisfaction, please contact our Customer Services Team:
To: Customer Services Team
Dept: The Complaints Department
Post: GPO Box 1918 Brisbane QLD 4000
Note, Subject Line: “Complaint” – when sending your email message to our Customer Services Team, please ensure that you title your email subject line as above and address your body line to The Complaints Department, along with your message of complaint.
This action will ensure an immediate attention by our Customer Services Complaints Team, and the issue dealt with in reasonable time.
Our Customer Services Team will then contact you regarding this matter and with the appropriate responses taken.